Existing Home Finance Customers

You will have a number of options available:

• You will be offered a product from the range available to new or existing customers
• You can revert to our Standard Variable Rate (SVR)
• You can refinance to another provider, although we hope that our service provided and products available will mean that you don’t feel the need to do this

We’ll contact you approximately 3 months before your product expires to advise you of the current products available, which will include full details of how to switch to another product.

You can settle your finance (or redeem) earlier than originally agreed, but depending on the product chosen an Early Redemption Charge may be payable. Full details are set out in the product information. There is an account settlement fee, as set out in our home finance Tariff of Charges. For more information, please contact us:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

Depending on the product chosen an Early Redemption Charge may be payable if you make Additional Acquisition Payments (often known as ‘lump sum’ payments) or redeem your Purchase Plan during a Fixed Rental Rate Period. Full details are set out in the product information.

To request an account statement, please contact us using the details below.

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

Please contact us confirming the changes you would like to make using the details below. Please note, it is wise to allow a minimum of 10 working days before your payment is due to ensure that the changes take effect for your next payment cycle.

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

Depending on the product chosen, it may be possible to make Additional Acquisition Payments (often known as ‘lump sum’ payments) during a Fixed Rental Rate Period of your product. If this facility is available, full details are set out in the product information. Outside a Fixed Rental Rate Period, you can make Additional Acquisition Payments at any time subject to a minimum payment of £2,000.

Please note that:

• When an Additional Acquisition Payments is made, if your account is on an Acquisition and Rent basis you will have the option to either:
  • reduce your monthly payment and keep the finance term the same, OR
  • reduce the outstanding finance term by keeping your monthly payment the same
• However, if your account is on a Rent Only basis your monthly payment will be reduced
• You will be advised of any new monthly payment amount / revised term after you have made the Additional Acquisition Payment

For more information, please contact us using the details below:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

To update your email address or telephone number, please contact us using the details below:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

To update your correspondence address:

Please email gatehouse.servicing@gatehousebank.com from your registered email address along with a copy of a Bank Statement or Utility Bill (dated within the last 3 months) showing your new correspondence address.

To request key changes to your existing home finance agreement, please contact us to discuss the change you would like to make. We will assess your request and confirm the options available. Please contact us using the details below:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

We understand that circumstances can change for many different reasons, sometimes causing financial hardship. All we ask is that you talk to us as soon as possible if you find yourself in financial difficulty. Talking about payment problems early on often makes them easier to resolve. To help our customers, we have a dedicated page on our website which can be found here.

Unexpected life events, physical and mental health conditions, caring responsibilities and even financial crime can have a huge impact to our lives. If you have had a recent change in circumstances or need help in accessing our services for whatever reason, please let us know, so we can ensure your personal needs and circumstances are taken into consideration. Further information and practical support can be found here.

As detailed in the finance agreement you signed:

• You are not to pull down, alter, add to or in any way interfere with the construction or arrangement of the Property without the consent of Gatehouse Bank, which will not be unreasonably withheld, provided that any requisite statutory or public authority consent has been obtained.

Please email gatehouse.servicing@gatehousebank.com with details of any home improvements you intend to make along with any requisite statutory or public authority consent you have obtained for the Bank’s consideration.

To request a change of use for your property, please contact us to discuss the change you would like to make. We will assess your request and confirm the options available. Please contact us using the details below:

• Within UK: 08000 353 253 (Mon-Fri, 9am-5pm)
• Outside UK: +44 20 7070 6960 (Mon-Fri, 9am-5pm UK time)
• gatehouse.servicing@gatehousebank.com
• Postal address: Gatehouse Bank, PO Box 79724, London, EC2P 2TR

It is your responsibility to pay all outgoings including charges for electricity, gas, metered water (if appliable), drainage and telecommunications facilities supplied to the Property (including any reconnection fees and standing charges).

In addition, it is your responsibility to pay all assessments, charges, impositions, outgoings, rates and taxes, Council Tax (or any tax introduced to replace Council Tax) and water rates (if any) assessed on the Property or the occupation of the Property or otherwise.

You should update utility and management companies with your correspondence details so they can communicate with you directly.

You can sell the property at any time, just like you can with a conventional mortgage. When you sell, you will purchase the bank’s outstanding share at the original cost of the property contributed by the bank (less any acquisition payments you may have made), because we commit to selling our share of your property at a set price: the amount that we contributed at the start of the agreement. Please note that depending on the product chosen an Early Redemption Charge may be payable. For more information, please view our Home Purchase Plan video.

We have an established complaints procedure, details of which can be found on our website here.

We appreciate that sorting out these issues may be the last thing on your mind. If you would like to talk to someone to help you through the steps you need to take, please contact us.

You should be advised by your own solicitor on what will happen if you/your partner die during the finance term. Ordinarily, in the event of death, a customer’s share in the property would pass to their heirs in accordance with a will or the rules of intestacy.

It is important to note, that in the event of non-payment or default under the terms of the Diminishing Musharaka Agreement, this would entitle the Bank to require the heirs to purchase the Bank’s share of the property for the outstanding amount of the Bank’s contribution (finance amount), enforce security or take possession of the property. However, in these unfortunate circumstances, the Bank would engage with the heirs to see if they wish to take over the finance, subject to meeting our relevant criteria at the time, or arrange an orderly sale of the property to settle the finance.

To update your marketing preferences using our online form, please click here.